AccountId: 011433970860
ContactId: 5433d1ac-e140-48fd-b25f-e48a411adfb6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 318070 ms
Total Talk Time (AGENT): 156233 ms
Total Talk Time (CUSTOMER): 152279 ms
Interruptions: 1
Overall Sentiment: AGENT=-0.4, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/5433d1ac-e140-48fd-b25f-e48a411adfb6_20250310T16:57_UTC.wav
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[AGENT][NEUTRAL] I just me I'm at American Public Life. My no this [PII].
[CUSTOMER][NEUTRAL] Bueno [PII] nombre is it [PII] no sesita de que identificas.
[AGENT][NEGATIVE] And no police support power.
[CUSTOMER][NEUTRAL] Uh 30 minutes in Lajeta.
[CUSTOMER][NEUTRAL] And lata said it's a group of numeral or payer ID.
[AGENT][NEUTRAL] What is the outpatient certificado in a numerals elects.
[CUSTOMER][NEUTRAL] Erectivo plan me no medicine teno group Ipad la la.
[AGENT][NEUTRAL] Yeah, jola arjeta is um outpatient or in hospital.
[CUSTOMER][NEUTRAL] OK, out outpatient benefit certificate numeral, is it?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] But er and tre.
[CUSTOMER][NEUTRAL] Trey Cue in LA.
[CUSTOMER][NEUTRAL] Or
[CUSTOMER][NEUTRAL] Oh I see.
[AGENT][NEUTRAL] In sor.
[CUSTOMER][NEUTRAL] Lore.
[AGENT][NEUTRAL] Yes no tele.
[CUSTOMER][NEUTRAL] Teocinco cinco Ochocinco.
[AGENT][NEUTRAL] On my cars the exonic or electronico.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Come on.
[CUSTOMER][NEUTRAL] Er, it's it's not tai scipiendo it's effectivo day er ferrero and primero dere oh.
[AGENT][NEUTRAL] See
[AGENT][NEGATIVE] No, comolapoliaseque no auna va tarjeta is the elia primero de redodos mitreses peso la polisamientras no I can cabios a la polisa and sevaque mismatarjetalepodeittraopia.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] No, no, er very much laundajunta. It's a good merinostos cambio and to custo manana teno unos examine is medics and is a programma nos que tengo quepa el.
[CUSTOMER][NEUTRAL] moment to me now posse for him is a sins in cuenta la pao el el ella pelajeta de gap che cure.
[AGENT][NEUTRAL] OK, is avaer laboratorios and and on um hospitalo no and quest, so nopoganalos beneficios as a reser declamolapolias are no cure laboratorios um lepoexico quescure.
[CUSTOMER][NEGATIVE] And quit.
[CUSTOMER][NEUTRAL] See.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so elicio the in hospital is Ceasarreadlopiega deochora on mass le currata says ochoscientosincuentao la resoro esosa la pado el um coinsurance or el copago.
[CUSTOMER][POSITIVE] OK, cool.
[AGENT][NEUTRAL] El beneficia the outpatient ofvacurii entre salemodia de lossiergencia on a clinica degencia unarujia on MRI CT scan theapiaya Lecubrasa mil quientolares port.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So she said
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] Uh-huh, she toraolo laboratorios and a hospital in noesun laboratoriosellos questa cobradoloservis and to curassas in mil quimientosordia peros and laboratorio nolo cure.
[CUSTOMER][NEUTRAL] Clos pitas.
[AGENT][NEUTRAL] CSL hospital quelesaco branddo laboratorio no.
[CUSTOMER][NEUTRAL] Oh intienta it's a nicoleineerturaloorturaqueloscopagos I make in specialista currealgo taco so.
[AGENT][NEUTRAL] No. Mm mm.
[AGENT][NEUTRAL] So sisa ingresada or uh-huh is in hospital outpatient esiva um a hospital I our clinica deor yeah uh-huh.
[CUSTOMER][NEUTRAL] Mm, really.
[CUSTOMER][NEUTRAL] Nope no.
[AGENT][NEUTRAL] No, there's no look at here.
[CUSTOMER][NEUTRAL] Oh, OK, no entry by yeah instead of there.
[AGENT][NEUTRAL] No, so, so in hospital esa ingresada delebrelos ocho says milo chocintoincuenta allow patient esivaunassi on the entre salmismodia.
[AGENT][NEUTRAL] Um, Siva emergencia on a clinica degencia on MRI CT scan theapia physica Lecubrasa milquinientosoria.
[CUSTOMER][NEUTRAL] A family. OK, I know pero los los loss the sangre text no cure.
[AGENT][NEUTRAL] No laboratorios no cureniervicios and officeicina del medio.
[CUSTOMER][NEUTRAL] OK, bueno muchisima gracia muya male. OK, no, for my gracia.
[AGENT][NEUTRAL] She's another. [PII].
[AGENT][NEUTRAL] OK, that's just for my American Public Life one yeah bye.
[CUSTOMER][NEUTRAL] OK